Showing 6 ideas for tag "Customer-Experience"

Research Projects

Synthesis of programs for permanent art installations at airports

ACRP Report 157 (Improving the Airport Customer Experience)(2017) found that airport arts programs play an important role in improving the customer experience at airports and that airports with such arts programs are among the most highly rated airports in the world. ACRP Synthesis 11-03/Topic S01-21 (The Benefits of Airport Arts Programs) surveyed and synthesized the the state of practice of airport rotating visual art... more »

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Emerging Ground Access Technologies at Airports: A Primer

New ways to ride from/to the airport are emerging: micromobility, autonomous and connected vehicles, electric vehicles, Hyperloop, underground electric skates, urban air mobility, etc. Old ways are being recycled and improved, such as (but not limited to) bus rapid transit (BRT), light rail, high speed rail (e.g., Brigthline station at MCO), etc.

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Guidance on Developing an Airport Service Operator Business Model

A Service Operator Model (SOM) is a business model for airports to consider adopting which is a change for most U.S. airports from a landlord management approach to a more collaborative business approach by managing all of the functional areas of the passenger journey. The Guidance will describe initial steps such as developing the business model that fits your airport.

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Guidebook for Improved Data Privacy Management

Airports are collecting and processing a large amount of data from a traveler, including but not limited to personal identification, medical records (COVID-19 related), and biometric information. The guidebook intends to analyze the status quo of how US airports handle data privacy and to inform airport stakeholders of a comprehensive strategy to guide them towards better data privacy management.

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Guidance on Concept Planning and Designing of Airport Coordination Centers

Airports are increasingly interested in bringing multi-discipline subject matter experts together in a common environment to improve collaborative decision making during regular and irregular operations. Guidance on how to plan and design for these centers is needed.

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